Muthoot JD

Role Profile
Customer Service Executive (CSE)
January 2023
For Internal Circulation Only

ROLE SPECIFICATION
Role Title Customer Service Executive (CSE)
Employee Interviewed
Reports To Branch Manager (BM)
Company Muthoot FinCorp
Function/Department Branch Business
Written By Korn Ferry
Approved By (Jobholder)
Approved By (Immediate Superior)
Date (Written On) 17-01-2023
ROLE SUMMARY
The Customer Service Executive (CSE) interacts with walk-in customers on behalf of the organization. The role acts as
a liaison, providing product/services information, handling business transactions and fulfilling customer inquiries with
accuracy and efficiency on a day-to-day basis. The role also attracts potential customers by answering/responding to in-
bound product and service queries and providing information about Muthoot FinCorp’s products portfolio.
ORGANIZATIONAL CHART
Area Manager
Branch Manager
Asst. Branch Manager Customer Service Executive Business Development Executive
KEY RESPONSIBILITIES
• Facilitate smooth functioning of the branch and deliver exceptional customer

service while ensuring strict adherence to policies and procedures.
• Handle day-to-day business transactions including gold estimation and
valuation, processing of customer queries, document verification, KYC etc. for
approval in an efficient and timely manner.
• Attend walk-in customers, inbound calls, respond to emails, and provide
Operational Excellence information about Muthoot FinCorp’s products and services.
• Handle complaints, provide appropriate solutions and alternatives within the
stipulated time and follow up to ensure resolution.
• Escalate unresolved issues to relevant internal teams for resolution and follow
communication procedures, guidelines, and policies.
• Maintain all data and records related to daily transactions, file documents and
ensure that all customer records are up to date and accurate.
• Address customer queries, grievances, escalations etc. and ensure resolution to
Customer Relations
deliver customer delight.
MUTHOOT FINCORP | CUSTOMER SERVICE EXECUTIVE Page 2 of 4

• Communicate, remind, and follow up with existing customers about their
accounts, payment schedule, overdue, etc., and maintain effective relationship
to build customer loyalty.
• Interact with the customer, collect feedback, and take note of the customer’s
suggestions on what can potentially improve their experience.
• Promote and maintain positive relations with both existing and potential
customers.
• Provide information about Muthoot’s products or services to prospective
Business Development customers.
• Engage and interact with walk-in customers to identify their needs and suggest
suitable products or services that can benefit the customer.
• Uphold Muthoot FinCorp’s vision & values, ensure high ethical standards and
adherence to Manual of Instructions, regulatory and statutory guidelines, and
Compliance maintenance of records, assets, statutory registers, etc.
• Ensure prompt intimation and escalation of incidents/fraudulent activities.
KEY DECISIONS TAKEN
• Assessing gold loan applications, approving, or denying applications based on pre-defined criteria.
• Making recommendations to Asst. BM/BM for loan approval or denial.
• Identification and assessing potential fraud in customer applications, documents etc. and taking appropriate
actions.
KEY INTERACTIONS
Internal Stakeholders External Stakeholders

BM/ Asst. BM: For review of operational performance Existing and potential customers.
and approvals.
Internal Team: Area Managers, Branch Manager for
operational matters, guidance and support.
Support functions: Finance, Admin, Collections, IT etc.
for administrative approvals, collection related issues
and support for day-to-day operations.
KEY ROLE DIMENSIONS
Customer Satisfaction – Meeting customer needs, resolving and addressing their concerns.
Net Promoter Score – A customers’ likeliness to recommend Muthoot FinCorp’s products or services.
Upselling/ cross selling opportunities identified.
Maintenance of Registers, Documents and Statutory files (Based on BIR)

KEY SKILLS & BEHAVIOURAL ATTRIBUTES
Factor Competency Definition
Building strong customer relationships and delivering customer-centric

THOUGHT Customer Focus solutions.
Building partnerships and working collaboratively with others to meet shared

Collaboration objectives.
Developing and delivering multi-mode communications that convey a clear

Effective
understanding of the unique needs of different audiences.
Communication
PEOPLE
Building and Effectively building formal and informal relationship networks inside and
nurturing outside the organization.
relationships
Interpersonal Relating openly and comfortably with diverse groups of people.

Savvy
Holding self and others accountable to meet commitments.

Ensures
RESULT
Accountability
Actively learning through experimentation when tackling new problems, using

Nimble Learning both successes and failures as learning fodder.
SELF
Gaining the confidence and trust of others through honesty, integrity, and
Instils Trust authenticity.
EDUCATION / EXPERIENCE
Minimum Qualification:
Undergraduate or Bachelor's degree in Business Administration, Management, or equivalent.
Nature of Experience:
• 0-2 years of work experience in customer support/facing roles or field Sales.
• Proficiency in MS Office, any CRM or ERP systems are desirable.
• Bilingual with a sound understanding of the local market and its dynamics.

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Role Profile

Customer Service Executive (CSE)

For Internal Circulation Only

Role Title Customer Service Executive (CSE)

Reports To Branch Manager (BM)

Company Muthoot FinCorp

Function/Department Branch Business

Written By Korn Ferry

Approved By (Immediate Superior)

Date (Written On) 17-01-2023

Asst. Branch Manager Customer Service Executive Business Development Executive

• Facilitate smooth functioning of the branch and deliver exceptional customer

MUTHOOT FINCORP | CUSTOMER SERVICE EXECUTIVE Page 2 of 4

KEY DECISIONS TAKEN

Internal Stakeholders External Stakeholders

KEY ROLE DIMENSIONS

MUTHOOT FINCORP | CUSTOMER SERVICE EXECUTIVE Page 3 of 4

Factor Competency Definition

Building strong customer relationships and delivering customer-centric

Building partnerships and working collaboratively with others to meet shared

Developing and delivering multi-mode communications that convey a clear

Interpersonal Relating openly and comfortably with diverse groups of people.

Holding self and others accountable to meet commitments.

Actively learning through experimentation when tackling new problems, using

MUTHOOT FINCORP | CUSTOMER SERVICE EXECUTIVE Page 4 of 4

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